Today, we’re excited to spotlight Lauren Palmer, who has been with Total Synergy for six years as a CSM.
What’s one thing you wish more people understood about the role of Customer Success?
It’s not just about working with customers—it’s about working with everyone across the business. Communication with internal teams, like onboarding, support, and product, is so important. By understanding their priorities and aligning them with our own, we can work together to provide the best possible experience for our customers.
What do you find most rewarding about working with our customers?
Our customers are incredibly engaged and invested in the product. Many of them have been with me since I started six years ago, and it’s amazing to see how much they care about not only using the product but also contributing to our position in the industry. That level of involvement and connection is really special.
What’s a memorable moment or success story you’ve had with a customer?
One that stands out was working with a customer transitioning from our desktop product to our cloud product. Change management can be tough, especially when it involves such a big shift. We worked hand-in-hand with them to not only make the transition smooth but also help them see the real value of moving to the cloud. It was rewarding to see their success in embracing the new system.
If you could have an extensive collection of something, what would it be?
Books. I’ve always dreamed of having a grand library like the one in Beauty and the Beast—walls lined with books.
What’s a skill or quality that you think is essential for someone in Customer Success?
Empathy. For me, it’s about approaching every customer interaction with understanding and care, whether I’m helping a new user or supporting a long-time client. Every request matters, and showing empathy helps build trust and find the best way forward.
If you could go back in time and give your past self one piece of career advice, what would it be?
Have more faith in yourself. Most people don’t know exactly what they’re doing—you learn as you go. Trust your ability to figure things out.
What’s your favorite way to spend a day off?
Lying on the couch and watching lots of reality TV. It’s the perfect way to relax and recharge.
Our customers inspire us daily, and our Customer Success team works hard to ensure they reach their goals. With a focus on empathy, collaboration, and genuine care, we’re proud of the strong partnerships we’ve built.
Want to join this incredible team?
Take a look at our open roles.
Local expertise, built for Australia
Total Synergy is headquartered in North Sydney, NSW. We work with Australian architecture and engineering practices to simplify project delivery and strengthen financial control, helping teams stay on track with resources, budgets, and billing.
